Real-World Case Studies and Customer Success Stories with Qualtrics

Zoetis used the Qualtrics Employee Experience platform to help 120 veterinary practices fight burnout and improve team wellbeing. The REVAMP initiative... let vets share feedback and spot stress points using mobile surveys and AI-powered insights. Practice leaders could quickly assess culture and take action to support staff. The project aimed to reduce workplace stress and boost fulfillment for veterinary teams. Zoetis partnered with Qualtrics to deliver these tools and insights across its network.
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Ocean County Health Department used Qualtrics to reach more at-risk families. They automated feedback collection for a childhood development program.... This freed up staff to focus on care. The team gained better insights into diverse community needs. They improved care delivery and could directly message 165,000 residents. Qualtrics helped them identify children needing intervention.
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Intermountain Health used Qualtrics to unify patient, consumer, and caregiver feedback. They mapped every touchpoint in the healthcare journey and... created a Consumer Experience Index. Over 1.1 million responses were collected across clinical visits, website, and calls. High-performing teams saw a greater sense of belonging and fewer workplace injuries. Leader well-being rose above the 90th percentile globally. The platform enabled swift issue resolution and boosted caregiver engagement.
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Intermountain Health used Qualtrics to unify patient, consumer, and caregiver feedback. They mapped every touchpoint and created a Consumer Experience... Index to measure goals, ease, and emotion. Over 1.1 million responses were collected across visits, calls, and digital channels. High-performing teams saw a greater sense of belonging and fewer workplace injuries. Leader well-being rose above the 90th percentile globally. Intermountain built trust and improved care by acting on real-time insights.
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Zoetis used the Qualtrics Employee Experience platform to help 120 veterinary practices fight burnout. The REVAMP initiative let vets share... feedback and spot stress points. Practice leaders used Qualtrics’ AI tools to find ways to improve team wellbeing. Easy mobile surveys and dashboards made it simple to act on insights. Zoetis aimed to boost staff morale and reduce workplace stress across clinics.
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Qualtrics helped Ocean County Health Department reach more at-risk families. The team used Qualtrics to analyze feedback and tailor care... for diverse groups. Automation freed up staff to focus on care delivery. OCHD now directly messages 165,000 residents. The new system improved feedback quality and helped identify children needing intervention. The department serves 650,000 people in New Jersey.
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Memorial Hermann Health System uses Qualtrics to collect real-time patient feedback. The team identifies and fixes issues like wait times... and meal delivery quickly. After adding QR codes for feedback, NPS rose by 8.2% in outpatient and 6.4% in day surgery areas. An Emergency Department Concierge led to a 10-point NPS increase during their shifts. Qualtrics helps Memorial Hermann improve patient experience and service recovery.
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Qualtrics helped Tufts Medicine modernize its patient experience program. Before Qualtrics, feedback was delayed and hard to act on. Now,... Tufts Medicine collects real-time patient insights and acts quickly. They saw a 10-point NPS increase and an 8% rise in hospital ratings. Surveys are now available in nine languages, making feedback more inclusive. Automated dashboards help staff understand and improve care fast.
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Qualtrics powers the SHARE MO program for the State of Missouri. The state needed better ways to collect and use... citizen feedback. Qualtrics helped agencies get real-time data and improve services. 15 out of 17 state agencies adopted the program in three years. Agencies now make faster, smarter decisions and save time on reporting. The program won the Innovation in State Government Award.
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Qualtrics helped the State of Iowa improve employee experience after a major government realignment. Iowa used Qualtrics to run statewide... employee surveys and gather feedback. Managers used dashboards to spot gaps and create action plans. Trust in leadership rose by 20% in six months. Satisfaction with manager communication increased by 14%. Survey participation also grew by 7 points year-over-year.
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City of St. George used Qualtrics to gather resident feedback and improve city services. They created a ticketing system to... capture website issues and used surveys to identify and fix service gaps. Staff updated procedures to ensure resident concerns are addressed quickly. Automated follow-ups and budget planning now use real-time feedback. Communication between residents and city staff improved, building trust and accountability.
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Qualtrics powers SHARE MO, a statewide customer experience program for the State of Missouri. 15 out of 17 state agencies... adopted the program in three years. Agencies use Qualtrics to collect feedback, improve reporting, and make better decisions. The program helped launch a help desk in just two weeks. Missouri won the Innovation in State Government Award for this work.
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Qualtrics helped Essex County Council take control of employee engagement. The council moved away from third-party vendors and used Qualtrics... to edit surveys and see live results in 24 hours. This led to a 15-year high in engagement and a 10-point year-on-year increase. Managers now get real-time dashboards and can act quickly on feedback. Teams improved wellbeing services based on employee input.
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Post Office used the Qualtrics XM Platform to improve customer experience across 11,500 branches. They centralized feedback collection and used... dashboards and a mobile app to help branch teams act on customer insights. AI-powered text analysis helped identify trends and areas for improvement. In 9 months, Post Office saw a 4% increase in ease of doing business and resolved over 500 tickets per month. They became the #1 public services brand in the UK customer satisfaction index.
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Qualtrics helped the State of Iowa improve employee experience after a major government realignment. Iowa used Qualtrics' EX platform to... run statewide surveys and gather feedback from employees. Managers used dashboards to identify gaps and create action plans. Trust in leadership increased by 20% in six months. Satisfaction with manager communication rose by 14%. Survey participation also improved by 7 points year-over-year.
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City of St. George used Qualtrics to gather resident feedback and improve city services. They created a ticketing system to... capture website issues and used surveys to identify service gaps. The city updated workflows and accountability, ensuring resident concerns are addressed quickly. Feedback also shaped budget decisions and improved communication. Residents can now reach the city 24/7, building trust and better service.
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Shake Shack used Qualtrics to understand what makes their food craveable and improve products and marketing. With Qualtrics, they linked... customer experience and brand metrics to manage cost pressure and grow revenue. Insights from Qualtrics helped them rename and reposition products, leading to higher sales. Their Hot Ones Chicken Sandwich drove the largest visitation rate from new and lapsed guests. Shake Shack doubled the percent of category units sold for average limited time offers and saw a 30% increase in likelihood to recommend.
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Imperfect Foods used Qualtrics Experience ID to improve its customer experience. The company connected feedback and transactional data for a... full view of the customer journey. Within three weeks, it captured 100% of active customers in detailed profiles. This led to fewer complaints and better personalized service. The team used insights to fix packaging issues and refine email marketing.
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Olam International used Qualtrics EmployeeXM to improve employee engagement and experience across 60+ countries. The platform gave 2,000 leaders real-time... insights and scorecards, helping them act quickly on employee feedback. Olam integrated EmployeeXM with SAP SuccessFactors for seamless onboarding. During the COVID-19 pandemic, Olam rapidly identified and delivered needed support to employees. Real-time data and expert support from Qualtrics helped Olam launch programs fast and cover its global workforce.
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LIXIL used the Qualtrics Experience Management Platform to improve both employee and customer experiences. By digitizing engagement programs, LIXIL achieved... a 10% increase in employee engagement within five months. The company also sped up insights delivery by six times, completing processes in weeks instead of three months. Qualtrics CustomerXM and EmployeeXM enabled real-time feedback and analysis, helping LIXIL tailor services and boost customer lifetime value. Leaders now access actionable insights quickly, driving a culture of improvement across the business.
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Shake Shack used Qualtrics to understand what makes their food craveable and improve products and marketing. With Qualtrics, they linked... customer experience and brand metrics to manage costs and grow revenue. Insights from Qualtrics helped them rename and reposition products, leading to higher sales. The Hot Ones Chicken Sandwich drove the largest visitation rate from new and lapsed guests. Shake Shack doubled the percent of category units sold for average limited time offers and saw a 30% increase in likelihood to recommend.
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Yamaha uses Qualtrics to run hundreds of rapid research studies during product development. The platform helps Yamaha catch potential misfires... before prototypes are finished or products go to market. With Qualtrics, Yamaha resolved design questions for the Montage keyboard in less than a day, gathering 400 customer responses in hours. This led to a 2X increase in rapid research and helped Yamaha win industry awards and achieve #1 best-selling keyboards.
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Qualtrics helped Mercado Libre boost NPS by 15 points and raise employee engagement to 85%. Mercado Libre used Qualtrics to... collect feedback from buyers, sellers, and employees across Latin America. They switched to WhatsApp surveys, increasing seller response rates from 2% to 25%. Insights led to faster warehouse check-ins and easier access to live support. The company also improved employee retention and candidate experience using Qualtrics EmployeeXM.
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Tetra Pak used Qualtrics to speed up customer research by 300%. They reduced survey length from 48 to 8 questions... and made them mobile friendly. Teams now use role-based dashboards to see relevant feedback and act quickly. Follow-up with detractors dropped from 15 days to 48 hours. The response rate reached 55% from over 1,000 customers in the first year.
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Dollar Shave Club used Qualtrics to validate a new market segment in just 2-3 weeks. They replaced traditional research with... AI-powered synthetic panel technology. This let them test consumer behaviors and brand perceptions quickly. The insights matched human research, confirming market fit and brand positioning. Dollar Shave Club cut research costs and made faster decisions for their expansion strategy.
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Dollar Shave Club used Qualtrics to validate a new market segment in just 2-3 weeks. They replaced traditional research with... AI-powered synthetic panel technology. This let them test consumer behaviors and brand perceptions quickly. The insights matched human research, confirming market fit and brand positioning. Dollar Shave Club reduced research costs and made faster decisions for their expansion strategy.
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Chalhoub Group used Qualtrics to improve employee experience across its luxury retail operations. Before Qualtrics, managers lacked insight into employee... needs, making it hard to boost retention and engagement. With EmployeeXM, Chalhoub built a culture of feedback, achieving a 75% survey response rate and double-digit growth in Employee NPS at key brands. Managers now use dashboards to act on feedback at every stage, from recruitment to exit. SAP integration ensures timely surveys for candidates and new hires.
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Qualtrics CustomerXM helped Clarins manage customer experience across 9 Asia Pacific markets on one platform. Clarins saw a 7+ point... NPS improvement and a 50% increase in feedback volume in 12 months. The solution unified digital and in-store feedback, enabled fast insights, and improved decision making. Integrations with Zendesk automated workflows and ticketing, boosting accountability and closing the loop with customers. Visual dashboards and mobile access empowered teams to act on real-time customer insights.
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L. L. Bean used Qualtrics XM to identify and understand their highest-value customer segment: outdoor family enthusiasts. With Qualtrics, they...gathered insights across in-store, online, and call center channels. This research helped L.L. Bean align product selection and marketing to customer preferences. As a result, they saw a 3x increase in average customer lifetime value and the first customer count growth in years. They also achieved a 50% SKU reduction for greater efficiency.
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Kroger used Qualtrics to gather employee feedback throughout the year, not just annually. During the pandemic, they launched company-wide surveys... within days to address safety, support, and communication. Feedback led to over 30 policy changes and a $100 vaccine incentive, recognized nationally. Kroger also used Qualtrics to shape its DEI strategy and improve employee well-being. Regular pulse surveys helped managers support staff and respond quickly to changing needs.
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ServiceNow used the Qualtrics XM Platform to improve customer experience by routing feedback to the right teams. They launched 17... survey programs and 31 action workflows, resulting in over 10,000 follow-up actions. One major customer saw their account value rise by more than 25% after a quick response to negative feedback. ServiceNow found that NPS scores were 12 points higher for customers who received follow-up. The company now uses Qualtrics to predict and address customer issues before they arise.
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Samsara unified 12 teams on the Qualtrics platform in under a year. They replaced 10 separate tools, enabling all teams... to access and act on customer feedback. This led to 30+ improvements and 12 new initiatives targeting customer pain points. Samsara achieved 2X ARR growth and reduced support tickets by 30%. The program delivered millions in savings and improved safety, efficiency, and customer loyalty.
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Samsara unified 12 teams on the Qualtrics platform in under a year. They replaced 10 separate tools, enabling all teams... to access and act on customer feedback. This led to 30+ improvements and 2X ARR growth. Support tickets dropped by 30%, saving millions and boosting revenue. The new CX program helped Samsara deliver safer, more efficient operations for their customers.
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ServiceNow used Qualtrics XM Platform to improve customer experience by routing feedback to the right teams. They launched 17 survey... programs and 31 action workflows, resulting in over 10,000 follow-up actions. NPS for customers with follow-up improved by 12 points year over year. One account saw its value increase by more than 25% after targeted intervention. ServiceNow now predicts the impact of experience investments on customer journeys and account value.
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Microsoft used Qualtrics to manage its MySkills4Afrika program, reaching millions across Africa. The platform enabled real-time data collection and feedback... from 130,000 volunteers. Microsoft matched volunteers to projects using Qualtrics surveys, improving program impact. 86% of beneficiaries said the program made a sustainable difference. 98% of assignments supported Microsoft’s business goals. 97% of employees saw leadership growth from participation.
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Hilton used Qualtrics to collect and act on guest feedback in real time. The platform let Hilton engage guests before,... during, and after their stay using SMS and other channels. Hilton's team could quickly resolve issues and spot trends, like towel quality, that surveys missed. The Stay Experience Platform helped Hilton improve guest satisfaction and streamline problem resolution. Hilton now puts guest feedback at the center of its service.
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Qualtrics helped Aerolineas Argentinas boost NPS by 15 points, from 37 to 52. The airline switched from manual surveys to... automated, real-time customer experience analytics. Response rates jumped from 3% to 13% per month. Qualtrics enabled deep analysis of customer feedback, leading to a new menu with 75% customer approval. Customized dashboards let teams act quickly on customer insights, improving satisfaction and reducing negative comments.
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JetBlue used Qualtrics to manage its customer experience program. The airline combined relational and transactional data to identify key areas... for improvement. JetBlue found that 82% of passengers preferred cheaper tickets over free bags, so they changed their pricing options. They also fixed airport issues quickly, like broken speakers, using automated alerts. JetBlue improved customer satisfaction and increased its Net Promoter Score.
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Hilton used Qualtrics to collect and analyze guest feedback in real time. They moved beyond post-stay surveys to listen to... guests before, during, and after their stay. Hilton used messaging and AI-driven analytics to identify and resolve guest issues quickly. The platform helped Hilton spot problems like towel quality and launch new programs to improve the guest experience. Hilton now uses a centralized platform to break down silos and put customer feedback at the center of their operations.
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Ally Financial used Qualtrics AI to analyze all customer feedback across channels. The bank identified and fixed 103 out of... 109 system issues within months. Ally achieved 10X more visibility into customer experience friction. The solution helped anticipate and prevent customer pain points. Ally resolved 97% of issues found in Voice of Customer surveys. The platform enabled proactive outreach during emergencies, like wildfires.
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Mastercard used Qualtrics to centralize customer experience (CX) data and break down internal silos. The customer insights team unified feedback... and created dashboards for both B2B and B2C teams. They improved onboarding, data quality, and freed up contact center resources. Mastercard saw an 11% increase in customer satisfaction for billing and 8% for Mastercard Connect. Teams now use Qualtrics to guide product and service improvements across the company.
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Ally Financial used Qualtrics AI to analyze all customer feedback across channels. Before Qualtrics, Ally could only review a small... part of feedback manually. With Qualtrics' NLP and AI, Ally identified and fixed 103 out of 109 system issues in months. The bank now anticipates and prevents customer pain points before they happen. Ally achieved 10X more visibility into CX friction and resolved 97% of issues from Voice of Customer surveys.
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Autodesk used Qualtrics Insights Explorer to speed up survey analysis. Manual review of 2,000 responses took 2 days before. Now,... key themes surface in under 5 minutes. The research team saves 4 hours per report. This lets them focus on deeper analysis and accuracy. Faster insights help Autodesk improve products quickly.
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SAP used Qualtrics Experience Management solutions to boost employee engagement during the shift to remote and hybrid work. They moved from... annual surveys to frequent, event-triggered feedback, helping them listen and act on employee needs in real time. Integration with SAP SuccessFactors reduced HR admin work, letting teams focus on strategy. SAP saw higher engagement, strong participation rates, and less survey fatigue. Centralized data and reporting tools enabled fast action on feedback.
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Autodesk used Qualtrics Insights Explorer to speed up survey analysis. Manual review of 2,000 responses took 2 days before. Now,... key themes surface in under 5 minutes. The research team saves 4 hours of manual work per report. This lets them focus on deeper analysis and accuracy. Faster insights help Autodesk improve products quickly.
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